If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. Essential Functions and Responsibilities: * Receive Omnichannel interactions from end users, and create incidents or Service Requests, logging all pertinent information. * Provides initial assessment, categorization, and prioritization of Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution. * Ensures Incidents and Service Requests are properly escalated to appropriate IT support groups. * Perform hierarchical escalation to Service Desk Management and the IT Leadership Group. * Maintains ownership of Incidents, ensuring timely entry, updating, Communication and resolution of all issues. * Adheres to company policies, including attendance, punctuality, and minimum performance * expectations * Adheres to confidentiality of student and staff information. * Performs other related duties as assigned. * May participate in peripheral projects, including not limited to employee engagement, knowledge base creation and maintenance, training, data gathering and reporting.

Knowledge, Skills, and Abilities

• Ability to work Independently and in Dynamic Environment
• Strong communication, interpersonal, and analytical skills
• Ability and desire to provide excellent customer service to internal customers
• Strong analytical skills balanced with effective communication and excellent customer service skills.
• Exceptional verbal and written communication skills
• Tasks are accomplished by following a defined standard or set of procedures to achieve day to day
• objectives with limited impact on the area.
• The work performed is closely supervised and consists of tasks that are routine and well defined with
• specific instructions to achieve standardized solutions.
• Problems and issues faced are routine and solutions are readily available. There is a well-established and familiar set of activities and/or processes that will derive a solution.
• There is a responsibility for checking data and information for minor changes.
• Communication with contacts within the job area is typical, and information that is provided or obtained requires little explanation or interpretation.

Minimum Qualifications: * 1-2 years of related experience or similar training and development. * Requires basic knowledge of technical processes and procedures, including basic troubleshooting theory. * Appropriate Technical Support experience and knowledge required for Tier 1 Technicians * Familiarity with Windows and MacOS platforms * Understanding of mainstream Internet Browser troubleshooting. * High School Diploma or GED

Department Minimums * Candidate must reside within commuting distance (30 min's) of WGU offices (Salt Lake City, UT). * This position offers a hybrid working model requiring at least 60% in office (3/5... For full info follow application link.

Western Governors Univeristy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.